Guest User
January 2, 2024
I had three reservations because I wanted to stayed here for the whole week but unfortunately everything at this hotel went wrong. My husband and I checked In to a dirty, dusty room with nail clippings and hair all over the bathroom (extremely disgusting), and the front desk moved us to a different room. Later in the afternoon, my husband used the sauna and had an accident, the bench broke and he fell and hurt his back, but the hotel didn’t do anything about it or notify the manager. The next day while having breakfast, eggs, bacon, potatoes were all cold and the pastries were hard and tasteless. However, the most concerning part was when I grabbed a glass of orange juice and right when I was about to drink it, I felt small pieces of glass in my hand and on my lip, the glass was broken and I almost hurt my mouth with it. That same night around 11:30pm there was loud screaming and banging doors next to our room, so we called the front desk several times throughout the night until 3am asking for help, then in the morning the manager said the noise it is up to anybody and they can’t control it. So, at this time we decided we were not satisfied, the hotel has failed Hilton standards and at this point we couldn’t stay anymore. Everything at this hotel was terrible and we wanted to leave!!. We spoke to the general manager Roberto Ruffini and told him we wanted to leave but he wouldn't refund us; my husband was injured, I almost got cut by the broken glass, we couldn’t sleep - all we hear from the hotel is "you can leave but we won’t refund you." An absolute disgrace to the Hilton brand.